Refund policy

Return Processing and Refund Authorization Policy

1. Return Packaging Requirements
To ensure the accurate and timely processing of all returned merchandise, customers are required to include the original packing slip or comprehensive order details inside the return package (Instructions are on the packing slip for the end customer.) This internal documentation is essential for our warehouse team to efficiently link the returned items to the original customer order.

2. Processing Exceptions and "Unknown Returns"
Return processing timelines are directly impacted by the quality of the information provided by the customer. When internal documentation is missing, the following conditions apply:
• External Identification: The returns department will attempt to identify the originating order using the external shipping label and packaging.
• Identification Challenges: Relying on external packaging significantly delays processing times. Factors such as damaged labels, transit wear, or illegible handwriting frequently prevent successful identification.
• "Unknown Return" Classification: If a return cannot be definitively linked to a specific order, the items are logged into inventory as an "Unknown Return." The returns department will record the receipt of units, but they will remain unassigned to any customer account.

3. Refund Authorization Protocol
Because "Unknown Returns" cannot be linked to specific orders, the absence of a processed return in the system does not necessarily indicate a processing backlog or that the package was not received.